Posts tagged ‘Southwest Airlines’

One ‘Pinnacle Performance’ company that sets the standard for managing customer service problems effectively is Southwest Airlines.

Here’s a great example of this:

A loyal Southwest Airlines passenger was upset that his luggage had been damaged on a flight. When the agent he initially reported the problem was less than helpful, he sent Southwest customer care this witty diddy:

Of course, this would have been best managed if the first Southwest employee he encountered assumed ownership and pro-actively resolved the issue. Fortunately, after that initial misstep, Southwest recovered nicely by taking care of the customer in equally stylish fashion:

In summary, Southwest Airlines passed the ‘test’, recovered what could have been a lost customer with a ‘bad service’ story to tell, and set a great example for other customer-focused business’s to follow.